Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Behaviour Change | Andrew Stevens | September 2015


Published on

Presentation on behaviour change MINDSPACE techniques and overview of a pilot to rewrite council tax correspondence. Presented by Andrew Stevens, Assistant Director of Customer Delivery at EK Services, at Really Useful Day: Digital Service Design for Service Managers held in Folkestone on 17 September 2015.

Published in: Government & Nonprofit
  • Be the first to comment

Behaviour Change | Andrew Stevens | September 2015

  1. 1. Behaviour Change Andrew Stevens Assistant Director (Customer Delivery)
  2. 2. Behaviour Change: MINDSPACE MINDSPACE neatly summarises these nine key nudge techniques in behaviour change as it is used in public policy Messenger - We are influenced by who communicates information Incentives - People tend to avoid losses rather than seek gains Norms - We are strongly influenced by what others do Defaults - People will tend to go with the flow Salience - We act on information that seems novel and relevant to us Priming - Using sub-conscious cues to influence decisions Affects - Emotions strongly influence decisions Commitments - Public commitments are more likely to be honoured Ego - People do things that make them feel good
  3. 3. COUNCIL TAX PILOT: INTERVENTION EK Services carried out an exercise to rewrite the content of their council tax correspondence